Best answer by Ryan S
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Sonos Play 5 Gen:2 will not connect to WiFi
Userlevel 1
I forgot to add the diagnostic information, its #1488866377
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Userlevel 7
+22
Many, but not all, and there is no promise of a response time if your post is seen.
To be sure you are helped, directly contacting Sonos is far the best bet.
Userlevel 7
+18
Hi
I can confirm that your Play:5 does have a fault - please contact our technical support team.
Userlevel 7
+22
You should call Sonos support with the numbers and your issue, this is mostly a user to user forum with limited Sonos support.
I have two, paired (L+R) Play 5, Gen 2 speakers. Initially, several years ago, both were setup on my WiFi network and worked fine. Over a year ago, the right speaker stopped receiving. After multiple failed attempts to reconnect and even deleting my “sonos network” in the mobile app and restarting the setup process from scratch (about 5 times through the process), I could never get the second speaker to work.
I recently moved the two speakers to another part of my house. This time, the speakers are within proximity to my Internet router. I reattempted to connect the 2nd play 5; multiple tries from the Android Sonos app, it would see the speaker, attempt to add it to my sonos network, but would always fail. The setup then suggested to connect to the ethernet port on the router. It worked, and I was able to finally use the 2nd play 5, and have the L+R paired again. However, I don’t want the ethernet cable going across my room where the speakers are.
In the Sonos app, it shows the L speaker as connected to my WiFi network. But the R speaker is not, even though “Wifi Enabled” is checked. I attempted to Disable Wifi, re-enable, and disconnect the ethernet cable - it does not connect and only works with being hardwired.
I found this article, and submitted the diagnostics for my Sonos system - the confirmation numbers are 1808227857 and 2092425013.
Associated Product: 192.168.86.25
---------------------------------
Play:5: Media Room (L)
Serial Number: *********************
Sonos OS: S2
Version: 15.11 (build 76247270)
Hardware Version: 1.13.1.7-1.2
Series ID: C100
IP Address: 192.168.86.25
WM: 1
---------------------------------
Play:5: Media Room (R)
Serial Number: ***********************
Sonos OS: S2
Version: 15.11 (build 76247270)
Hardware Version: 1.13.1.7-1.2
Series ID: C100
IP Address: 192.168.86.28
WM: 0
The Serial Number: ****************** speaker is the one that fails to connect to WiFi and is connected to the router.
Moderator edit: removed serial numbers
Userlevel 7
+18
Hi
You are most welcome! Glad to hear you got things sorted!
Hi
Apologies for the delayed feedback.
I just wanted to inform you that I got the replacement unit last week.
Thank you so much for your assistance, and also to SONOS for its customer service policy
Best regards
Frederic
Hi
Thank you for the clarification. This is effectively a good news that makes me happy. I will keep an eye on emails received from Sonos.
Best regards
Frederic
Userlevel 7
+18
Hi
Apologies - the agent you spoke to made a mistake, which he himself noticed after ending the call with you. You are entitled to a free replacement - this is the solution that I was saying you’d be happy with. It may take a few days to process, but please keep an eye out for an email from us.
The WLAN repeater was not suggested because those devices are not supported by Sonos - they often cause connectivity problems with Sonos systems, but I’m glad you’ve found a way to enjoy your speaker in the meantime. Hopefully, you’ll be able to get a refund on that should you need to.
I hope this helps.
Hi
Thank you for your quick response. I contacted the local support and, after running another round of tests, I received the confirmation that the WiFi module on my Play 5 Gen2 was faulty.
Support offered me two options: either to continue using my Play 5 with an Ethernet connection (which apparently wasn't possible as there's no Ethernet connection in the room I was going to use it in), or to send it back to Sonos in exchange for a 30% discount voucher on my next purchase.
Honestly, I have to admit that the second option is pretty frustrating and hard for me to accept. First of all, when you invest nearly $500 in a speaker, you expect it to work perfectly for more than 7 years. Moreover, this seems to be a recurring problem with the Play 5 Gen 2 and one that Sonos is well aware of. Finally, as my SONOS setup includes 12 speakers (2 x One SL, 1 x AMP, 1 x Playbar, 1 x Sub, 4 x Play 1, 1 x Play 5, 2 Roam SL), I was expecting a bigger discount for the replacement unit.
Fortunately, I found a solution. I installed a WLAN repeater in the room where I wanted to use my Play 5, connected the speaker to the Ethernet port and successfully brought it back into my Sonos ecosystem. I'm just wondering why this cheap solution (less than 50$) wasn't suggested by tech support, especially as they knew the room didn't have an Ethernet connection.
It seems that my situation has gone beyond the commercial and technical limits of SONOS.
Don't get me wrong, I'm not complaining, just sharing my customer experience.
Yours sincerely
Userlevel 7
+18
Hi
Please contact your local technical support team - your Play:5 has a fault, but you will be happy with the solution!
Hi support,
I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi.
I sent the diagnostic : 547251154
Could you please help me to solve this issue?
Thanks in advance and best regards
Frederic
I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi.
I would follow the advice stated in the thread and that is to submit a Sonos system diagnostic report from within the Sonos App whilst the speaker is wired to the LAN and either note/post it’s reference back here and then contact/chat with Sonos Support Staff via this LINK and see what the Staff can suggest to resolve the matter.
I have the same issue. My Play 5 work with Ethernet cable, but can not via wifi.
HI Corry P,
Yes, you are absolutely right, it was temporary because of the ethernet cable connection.
Finally, (don’t know the exact reason) after wired the Arc to ethernet, reconnected the Play:5 from (System/Play:5/Products -Play:5/) - where also the wifi can be enabled and disabled - and it works properly!
Thanks for your help both of you Corry P, Ken Griffiths!
Csaba
Userlevel 7
+18
Hi
The diagnostic does not indicate that there’s an issue with the Play:5’s WiFi card - in fact, at the time of the submission of the diagnostic it was providing all the non-portable products with a network connection. I see no reason for it not to connect to your WiFi, though I can see that it is currently offline, meaning that you’ve presumably removed the cable and all devices apart from the Play:5 have switched back to WiFi. It does seem to be unreasonably close to the Arc, but I assume that was temporary and so you could connect it to ethernet.
This does suggest that the Arc is close to the ethernet connection - if you wire the Arc to ethernet, does the Play:5 then connect? It’s probably worth trying.
If that isn’t workable, however, or if it just doesn’t work, I recommend you get in touch with our technical support team for some real-time troubleshooting.
I hope this helps.
Actually, it’s a constant issue, but used the other products instead, as the usual troubleshooting didn’t solve the problem. But it started to annoy me that I can’t use it at all as there is no ethernet plug available at that place.
I tried these things:
- reboot, reconnect, system updates, manage networks, router restart, ethernet cable connection which works properly
So i guess everything what is available, except speaking with Sonos Support, but tomorrow will call them.
It sounds like a WiFi card issue, have you ever tried toggling its WiFi adapter ‘off’ and ‘on’ again. See this support link:
https://support.sonos.com/en-us/article/disable-or-enable-wi-fi-on-your-sonos-products
Actually, it’s a constant issue, but used the other products instead, as the usual troubleshooting didn’t solve the problem. But it started to annoy me that I can’t use it at all as there is no ethernet plug available at that place.
I tried these things:
- reboot, reconnect, system updates, manage networks, router restart, ethernet cable connection which works properly
So i guess everything what is available, except speaking with Sonos Support, but tomorrow will call them.
Dear Sonos CC,
I have been struggling with the same issue for a year, I can only use my Play5 via ethernet cable, and this came up with no reason. I enjoyed this product before this happen, and I didn’t make any change, just stopped working suddenly. I have many other sonos products on the same home network and there is no any issue with them. Only Play5 has this malfunction.
I’ve run ths diagnostic: 420496493
I really appreciate your help
As it’s been happening for a year, is it an intermittent issue? Have you maybe switched off its adapter via the App as you have wired the product? Have you spoken to Sonos Support Staff about the matter?
What troubleshooting have you tried so far…reboot etc?
Dear Sonos CC,
I have been struggling with the same issue for a year, I can only use my Play5 via ethernet cable, and this came up with no reason. I enjoyed this product before this happen, and I didn’t make any change, just stopped working suddenly. I have many other sonos products on the same home network and there is no any issue with them. Only Play5 has this malfunction.
I’ve run ths diagnostic: 420496493
I really appreciate your help
Hi Corry, thanks. Yeah I just contacted Sonos Support Netherlands. They were super-friendly. It was a faulty wifi chip and they sent me a shipping label for a return+replacement procedure.
The info in this thread is very helpful!
Thanks again.
Userlevel 7
+18
Hi
I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:
Highly recommended!
Hi Corry
I seem to have the same problem with my Play 5 as foldback above.
I have various Sonos devices in the house, they all work fine, but the Play 5 lost WiFi a while back. It does works perfectly fine over ethernet.
Diagnostic ID 2145328600
What options do I have left atm?
I would perhaps speak with Sonos Support Staff and give them your diagnostic reference etc. Here is their contact link:
Hi Corry
I seem to have the same problem with my Play 5 as foldback above.
I have various Sonos devices in the house, they all work fine, but the Play 5 lost WiFi a while back. It does works perfectly fine over ethernet.
Diagnostic ID 2145328600
What options do I have left atm?
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